Contract Support Officer

3 weeks ago

United Kingdom SS&C Technologies Full time

Overview: The CSC is responsible for providing product support to the global client base. They will respond to queries, inquiries and issues raised by clients and provide resolutions to cases received via telephone and on-line inquiries via our client portal (Salesforce). They are responsible for incident management, active management of the client case queue and the creation of “how to” documents to better educate clients on our products.

The CSC will collaborate with their colleagues and senior members of the team, both within the group and with other internal business areas, to ensure that client satisfaction is maintained at the highest possible level. This individual will be responsible for increasing the quantity and quality of the Service Centre Portal knowledge base through active authoring of articles.
Responsibilities :
Under limited supervision, investigate and resolve client incidents and problems; actively manage client case queue
Provide direct phone support to clients when required, log and classify all issues and requests in the case tracking database
Continually work to deepen product and industry knowledge
Manage the case resolution process for clients by following defined procedures and ensuring cases are resolved within target response times
Exchange and share knowledge with the team to maximize knowledge and the effectiveness
Identify and escalate problems affecting a number of clients or influencing the timely resolution of one client’s inquiry
Contribute to the “How to” Knowledge Base by authoring required volume of materials of high-quality and accuracy with close attention to detail
Required Skills & Experience :
~ Bachelor’s degree or above in finance / business / accounting / math or equivalent preferred
~5+ years in the financial services industry, ideally with experience within the investment management industry, specifically performance measurement.
~3 - 5 years providing software product support
~3 - 5 years providing client support and solving client issues
~ Strong math and analytical skills.
~ Ability to create SQL queries and updates, or strong ability to demonstrate aptitude.
~ Ability to troubleshoot and dig into the details while maintaining the “big picture” view
~ Ability to manage high pressure client situations and build trust with the clients
~ Ability to synthesize and communicate complex technical issues to non-technical audiences
~ Ability to communicate well with both internal and external audiences using excellent interpersonal, client management and communications skills
~ General knowledge of hardware and software technologies related to company's products
~ Self-motivated, “find a way to get it done” attitude
~ Outstanding time management skills and attention to details
~ Experience with performance measurement attribution systems, such as SS&C Sylvan

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